Forum Discussion

Tanialmm's avatar
Tanialmm
Experienced Cover User
3 years ago
Solved

Emails not showing as delivered

Good afternoon, I have been emailing invoices direct from MYOB all day today and they are still showing as 'sending' rather than 'delivered'. When this has happened on other occasions, I have only ...
  • Tracey_H's avatar
    Tracey_H
    3 years ago

    Tanialmm 

     

    Hi Tania

     

    Thanks for that information. Sent emails not being received by the customer generally indicate an issue on the customer's end, including:

     

    • limits on their inbox stopping new emails being received
    • emails are going to junk
    • firewalls that are blocking the emails from arriving

    If you can send me the following information in a private message I can look into what is happening from our side:

     

    • serial number
    • primary contact name
    • an email address for an impacted customer
    • the time that you sent that customer an email
Tracey_H's avatar
Tracey_H
Former Staff
3 years ago

Hi Tanialmm 

 

Thanks for your post. So that we can look into why your emails aren't sending can I get you to check the following:

 

  • if you are using custom forms check for invalid characters in the form name

    • Valid characters are 0-9 A-Z & - / '
      Invalid characters are "[ ] ! # $ % * ; = @ <>\ _ { } ^~`"

  • send a test email to yourself, do you receive it?

Please let me know how you go with this.

  • Tanialmm's avatar
    Tanialmm
    Experienced Cover User
    3 years ago

    Hi Tracey,

    No invalid characters are used.

    Yes when I sent the email to myself and I did receive it.  However, now there is neither 'sending' or 'delivered' showing.

    However, in the past, the invoices when showing 'sending' have not in fact been received by the client. The way I was aware of this as no payments were being received from normally prompt payers.

    Thanks

    Tania

    • Tracey_H's avatar
      Tracey_H
      Former Staff
      3 years ago

      Tanialmm 

       

      Hi Tania

       

      Thanks for that information. Sent emails not being received by the customer generally indicate an issue on the customer's end, including:

       

      • limits on their inbox stopping new emails being received
      • emails are going to junk
      • firewalls that are blocking the emails from arriving

      If you can send me the following information in a private message I can look into what is happening from our side:

       

      • serial number
      • primary contact name
      • an email address for an impacted customer
      • the time that you sent that customer an email
      • Tanialmm's avatar
        Tanialmm
        Experienced Cover User
        3 years ago

        Hi Tracey,

        All emails for yesterday are now showing as delivered.  So I can't actually give you anything which is good news!

        However, the concern I have, is that without actually checking every email sent, I don't have the confidence that the MYOB product is doing the job properly.

        If it happens again in the near future, I will private message you with the details.

        Kind regards

        Tania